www.trisys.com | Choosing your call center greeting may not seem like a big deal to you, but, in reality, it can mean the difference between happy and unhappy customers. You should think long and hard when preparing a call greeting, to ensure that your customers will not become easily bored or frustrated with your chosen message. Set up a beta group of customers and ask for their input to ensure that your call recording greeting is sufficient.

1. 18 Call Center Greeting Tips to Live By
When your customers contact your call center, you have a chance to make a great
impression. Unfortunately, you only have a small window of time before frustration can
set in, so make sure that your call center greeting is the best it can be, in order that your
agents won't have to “talk customers down” when they call. Here are 18 foolproof tips for
creating the perfect call center greetings:
1. State the Company Name
Make sure that your message thanks customers for calling and clearly states your
company's name in your call recording. This will help your customers know they have
reached the right business before they begin to wait for a representative.
2. Avoid Long-Winded Messages
As much as you might want to tell your customers about your latest promotions while
they wait for a call center agent, your callers will become bored and frustrated very
quickly. Keep your message short and sweet, and avoid long promotional messages.
3. Use Different Voices
If your customers call often, chances are they have heard your greeting several times, by
now. Make sure your call recording greeting uses several different voices, and alternate
them to make sure that your greeting is fresh.
4. Tell Your Customers How to Reach an Operator
One of the biggest complaints callers have is that they can't reach a live person. Make
sure that your greeting clearly indicates which number to dial to speak directly to an
agent.
5. Give a Self-Service Option
Many people call companies to get very basic business information, like office hours, that
don't require the help of a call center agent. Offering an option for self-service to answer
these questions can help your customers more quickly.
7. Offer Meaningful Hold Messages
A customer on hold is a captive audience, and one that you want to make happy. While
you shouldn't add promotional information in your initial greeting, you can include it
while your customers are on hold. This gives them something to keep them interested
while they wait.
8. Ditch the Canned Messages

2. Callers have heard the "your call is important to us" line too many times. Don't use it.
You can come up with a similar message, but simply thanking your customers for calling
is usually enough.
9. Make Sure Your Call Center Staff is Friendly
Once your client's call has been answered by an operator, there is another greeting that
you need to think about. Make sure your call center staff greets every caller with a warm,
friendly welcome.
10. Extend Professional Courtesy
Your call center agents should use "please" and "thank you" when appropriate. There is,
however, such a thing as overdoing this. Make sure that your agents aren't using these
phrases repeatedly in every sentence, or else they will not sound sincere.
11. Offer Greetings in Other Languages
Giving a prompt for Spanish is a great way to make all of your customers feel welcome.
Make sure that you have the bi-lingual call center reps to handle these calls after the
prompt.
12. Make Sure Your Greetings are Easy to Understand
The voices you use for your greetings should be clear and concise, using non-regional
accents. They should speak slowly enough for your callers to hear every word being said.
13. Have a Separate Greeting for After Hours
If your call center closes, make sure that you have an alternate greeting letting your
callers know when they can reach a live agent. This will save them from being frustrated
with your call center.
14. Use Entertaining Hold Music
Find a song that fits your business, if possible. If you can, find music that will put your
callers at ease, without putting them to sleep.
15. Allow Callers to Repeat the Greeting
Your customers may not hear everything that is mentioned in your initial greeting, the
first time around. Giving them the option to hear the greeting again gives them the chance
to choose the correct prompt.
16. Create an Option to Bypass the Greeting Completely

3. You may have customers who call your center often, and, for them, hearing the same
greeting repeatedly can get annoying. Allowing them to bypass the greeting will help
them get service faster, without getting irritated.
17. Train Your Staff to Handle Misdirected Calls
Sometimes customers enter the wrong option on a menu. Teach your call center staff how
to handle and redirect these calls to the appropriate department, so customers don't get
shifted around from one department to another.
18. Thank Customers for Calling You
You should thank your customers in the call recording greeting, when their calls are
answered by a live agent, and at the end of every call. Your customers are your lifeblood.
Let them know how much you appreciate them.
Using effective call recording and call accounting solutions from Trisys, Inc. can ensure
that you are always providing the highest quality call center solutions to your customers.
Bio: Trisys, Inc. offers a variety of call recording and call accounting solutions for your
business. If you are not getting the most out of your call center employees, it may be
time to invest in software that can help assign metrics to your employees and customers.
This software can allow you to reward those that are going above and beyond, and
reprimand those that, unfortunately, are not. Visit our website today at www.trisys.com
to see our full suite of services.
Description: Choosing your call center greeting may not seem like a big deal to you, but,
in reality, it can mean the difference between happy and unhappy customers. You should
think long and hard when preparing a call greeting, to ensure that your customers will not
become easily bored or frustrated with your chosen message. Set up a beta group of
customers and ask for their input to ensure that your call recording greeting is sufficient.